Process Expert / Senior Process Expert - SCM Ops CBH

Job Description

The Operations process in the GSC is equipped with skills and competencies to seamlessly manage work that has been offshored to the GSCs from across LOCs, CCs and the Centre. The process is set up in a 24*7 environment and the geographic spread of work has been planned solicitously to ensure business continuity. The GSC aids in process simplification along with evaluating opportunities for migrations. Along with the migrations, the PEX mindset has always played a key role in persistently elevating the process performance within the GSC helping move towards business profitability.Show More We offerAs an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group. Maersk strongly encourages continuous learning at work and sharing of best practices by rewarding innovations. We aren t all about work, we believe in a holistic development of our employees and so regularly organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance.Show More Key responsibilitiesKey Responsibilities:Deliver a superior customer experience Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI s). Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors. Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status. Have good business knowledge / process understanding to provide a value add to the customers through effective business solutions. Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction. Adhere to process and Standard Operating Procedures (STANDARD OPERATING PROCEDURESs) and Internal Operating Procedures (INTERNAL OPERATING PROCEDURESs) during daily operation. Identify deviations in process as compared to INTERNAL OPERATING PROCEDURESs and share the same proactively with the customer & reporting head. Respond to all enquiries in a timely and accurate manner & escalate difficulties as defined in STANDARD OPERATING PROCEDURESs / INTERNAL OPERATING PROCEDURESs. Maintain effective and proactive communication by regularly participating in conference calls with the clients to enable seamless process flow. Continuous Improvements Work on improving individual s productivity and accuracy on a continuous basis which results in an enhanced team performance. Develop an Agile approach to continuously work on process improvements thereby provide efficiency gains. Display problem solving skills and effective usage of RCA (Root Cause Analysis) to provide a robust action plan. Understand the inputs in the team members boards to effectively identify deviations and support the team leaders in providing robust action plans. Attend all eligible training programs to develop self for personal/team growth.Inspire our people and teams Share best practice with others to help improve the overall team performance. Provide guidance and initial on-the-job training to junior team members. Assist junior members with problem solving and give support in the development of improved competencies. Assist colleagues, constructively, in trouble shooting problems and effective process handling to drive an improved performance. Maintain a highly consistent performance thereby inspiring others move up the learning curve. Possess good process knowledge and show willingness to upgrade self through continuous learning, thereby being a role model to others. Be a good and visible team player by maintaining a high level of positive energy to drive oneself and his colleagues. Ensure Company vision, values & ethics are upheld within team at all times through one s professional behavior. Financial and bottom-line focus Process the necessary documentation in an efficient, cost-effective and lawful manner. Comply with security measures dictated either by law or by clients. Focus on SLAs to avoid penalties. Understand application / system cost to optimize the usage, thereby avoiding a cost to the company. Senior members (Sr. Process Experts / Specialists) to help identify areas for improvement in service delivery (cost / data quality / productivity / customer requirements) based on Voice of Customer feedback /proactive analysis of operational efficiency /effectiveness.Show More We are looking forIn this position we are looking for an ambitious and strong individual who will be accountable for the execution of our SCM operational processes The team has around people working for SCM and in this challenging position you will be responsible to deliver agreed SLA s in order for us to grow and expand in the near future. Needs to possess the drive for continuous improvements. The team serves and supports SCM activities for the following region In the GSC we have developed a culture of continuous improvements and therefore we are able to deliver a world class customer service. This is a position which will offer the right candidate lots of career and development opportunities in a constantly changing and challenging environment.Education and Experience Graduate degree from university or business school. Diploma in SUPPLY CHAIN MANAGEMENT / Logistics Added Advantage. 2-3 years experience in working with Customer Service processes in BPO or Logistics Industry.Desired Skills: Excellent command of spoken and written English. Good communication & interpersonal skill and should be able to build good working relationship. Drive for Results Drives for results and success, conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition. Leadership skills, be able to lead, motivate and engage the team members. Good Team Player, maintaining a We first instead of I first . Good stakeholder management skills and experience. Adapt to changes, basis business requirements.Show More,

Keyskills :
documentationcustomer serviceshippingdeliverysalessupply chain managementkey performance indicatorsstandard operating proceduresrole modelsupply chaindata qualityproblem solving